This document provides information about how to troubleshoot Java
Telephony API (JTAPI) CCN Exceptions. You can use these error messages in order
to troubleshoot problems in a Unified Contact Center Express environment. A
brief description, causes, and resolutions are provided with each error
message. An indication of which process generates the error is also
provided.

The Appendix provides instructions on
how to collect traces for the Unified Contact Center Express (UCCX) product and
contains a list of Computer Telephony Integration (CTI) error codes.

The information in this document is based on UCCX version 3.x and
later.

The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.

Description

Causes

This specifies any CTI error code that is not handled by the JTAPI
client. It can be a new CTI error of which the JTAPI client is unaware. It can
also be that the JTAPI client is out of date.

Resolution

Collect the MIVR logs, JTAPI trace and CTI Manager trace. This helps to
detect what error code is received by JTAPI from CTI. Contact the Customer
Contact Business Unit (CCBU) for further help if the logs do not lead to the
root cause.

Resolution

Description

An attempt is made to redirect a call that does not exist or is no
longer active.

Causes

Cisco CallManager loses the call. This can happen because of a timing
issue, a performance issue or a configuration issue. This can also occur when
there are two JTAPI clients. If one of them redirects, the other receives this
error.

Resolution

Check the configuration to see if there is more than one JTAPI client.
Collect the JTAPI trace and the CTI Manager trace. Contact IPCBU for more help
if the logs do not lead to the root cause.

If there is enough free space on the C drive, the number of traces can
be increased. In order to do this, set files to 100 and the size of the trace
files to 2048000. The log files can be found in C:\Program
Files\wfavvid\log\MIVR, by default. For example, CiscoMIVR01.log.